****** and treated unfairly

Good day My family are loyal customers. I'm Dec 2023, I made a booking for my mum. I am in Hong Kong. My mum fell sick and I asked to push the date to January, believing my mum will get well. My mum suffered a heart attack and cannot go anywhere. I informed the Pearl and asked to get a refund. I am in Hong Kong and not able to go to South Africa. The Admin was so insensitive and said I lost all the money I paid. No refunds. This is *******. I paid for nothing and this situation needs special concession. My mum was excited to go to the hotel but fell sick. That is not her fault and why be penalised for something we can't control. Please can I get a refund . I think it is only fair as we are loyal customers and come every year. Thank you